Support Specialist I/II - Mission Systems

SHOTOVER Systems; Boulder (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid Time Off

Job summary

SHOTOVER Systems, based in Boulder, CO, is seeking a tech-savvy Technical Support Specialist to resolve complex hardware and software issues and train operators in high-stakes environments. The role blends day-to-day remote troubleshooting from our Boulder office with on-site field visits to configure equipment and support customers worldwide.

You will serve as the primary contact for software, networking, and system configurations, with travel up to 25% domestically and internationally.

Qualifications

• Tech support experience with hardware and software.
• Experience in customer-facing technical support.
• Strong Windows troubleshooting and PC literacy.
• Basic networking concepts (IP, subnets, routers).
• Excellent verbal and written communication with pilots, law enforcement, and field staff.

Responsibilities

• Serve as the primary point of contact for customers calling in for help with software, networking, and system configurations.
• Travel domestically and internationally up to 25% of the time to customer sites for configurations, light integrations on aircraft, and end-user training.
• Prepare data, test hardware, and load final software configurations on systems before they ship to clients.
• Log customer tickets accurately, track issues through resolution, and document troubleshooting steps for internal staff.

Skills

Tech support

Windows troubleshooting

Networking basics

Customer communication

Ownership mindset

Field support

Education

Computer Science or related engineering degree

Tools

Windows OS

Networking hardware

Job description

Who We Are:

SHOTOVER Systems is located in beautiful Boulder, CO and designs and builds high-end gyro-stabilized airborne camera systems and augmented reality software used by airborne law enforcement agencies, firefighters, military, television stations, and cinematographers around the world. With additional locations in New Zealand, Canada, Switzerland and the UK, we offer a seamless end-to-end solution of software and hardware solutions while delivering an unprecedented level of control, versatility and ease-of-use in a compact package backed by world-class service and support.

Who You Are:

We’re looking for a tech-savvy technical support specialist who enjoys solving complex problems, working across both hardware and software, and helping customers get the most out of cutting‑edge technology.

Whether you’re a self‑taught software enthusiast, a computer hardware tinkerer, or someone with a background in customer tech support (like Apple Genius Bar, Geek Squad, IT helpdesks, or computer repair), what matters most to us are your diagnostic instincts, practical problem‑solving skills, and customer‑first attitude. In this role, you’ll help bring our mission‑critical systems to life on real aircraft. You’ll provide ongoing customer technical support—split between day‑to‑day phone and remote troubleshooting from our Boulder office and on‑site field visits to integrate equipment, troubleshoot issues, and train operators in high‑stakes environments.

What You’ll Do:

Serve as the primary point of contact for customers calling in for help with software, networking, and system configurations.

Travel domestically and internationally up to 25% of the time to customer sites (hangars, airfields, law enforcement/military bases) to configure equipment, perform light integrations on aircraft, and conduct end‑user training.

Responsibilities:

• Prepare data, test hardware, and load final software configurations on systems before they ship to clients.
• Diagnose challenging hardware, software, and networking issues in Windows environments.
• Log customer tickets accurately, track issues through resolution, and document troubleshooting steps for internal staff.

Required Skills & Experience:

• Computer Science or other related engineering degrees are welcome but not required - we value practical, hands‑on experience, technical curiosity, and proven troubleshooting skills.
• Experience in customer‑facing technical support (IT helpdesk, tech retail repair, field service, or customer support).
• Strong PC literacy and comfort troubleshooting software and hardware in a Windows environment.
• Basic understanding of networking concepts and configurations (IP addresses, subnets, routers).
• Excellent verbal and written communication skills—you’ll be talking directly to pilots, law enforcement officers, and field technicians.
• A great “can‑do” attitude with a focus on ownership and customer satisfaction.

Desired Skills:

• Familiarity with wiring diagrams, low‑voltage cabling, or basic electronics.
• Basic scripting experience (Python, Batch scripts, PowerShell, etc.).
• Hands‑on hardware experience (soldering, crimping, or re‑pinning cables).

Schedule & Travel Requirements:

• Generally Monday - Friday in‑person at our Boulder office.
• On‑call rotation for after‑hours customer emergencies.
• Regular domestic and international travel (typically 1-2 short trips per month for customer integrations, site support, and training).

Work Authorization:

U. S. Citizenship, Permanent Residency, or other protected status under 8 U. S. C. 1324b(a)(3) is required for this position. A background check is required as part of our hiring process.

Benefits:

• Health/Dental/Vision/Life Insurance
• 401k
• Paid Time Off